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Loyalty and relationship management

Loyalty and relationship managementCustomer loyalty is now a commercial priority - An increase in customer loyalty of only 5% can lift lifetime profits per customer by as much as 95%. Organisations are re-evaluating their approach to customer loyalty. Never has it been more important to retain customers, whether a company has faced challenges from this global economic climate or indeed thrived from the opportunity.

Reward programmes influence customer behaviour - 70% of those who participate in a loyalty programme say that they purchase more from a company if they are member of its loyalty programme. Customer loyalty can be generated by employing many different approaches to prompt desired customer behaviour and customers can interact with organisations in many different ways.

At Deloitte, we have deep expertise in developing successful loyalty strategies for clients across industries. Our approach is based on clear value strategy to deliver long-term customer and shareholder value.

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